Business Consultant

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Position Summary

The Business Consultant is responsible for customer account management and service delivery for new and existing customers. The Business Consultant is a key member of the initial implementation team for a new customer and then transitions to become the primary point of contact upon completion of the implementation.

Administratively the Business Consultant reports to the Vice President of Customer Experience, and functionality to the Business Consulting Functional Lead. The Business Consultant has no direct reports.

Time spent for assigned duties and responsibilities are estimated as follows:

Customer Account Management 20%

Customer Service Delivery Team Administration 20%

Service Delivery and Consulting 45%

Internal Responsibilities 15%

Duties and Responsibilities

Customer Account Management –Business Consultants have overall responsibility and accountability for the servicing of their existing customer base

Revenue Management – assist with customer accounting, including support for billing, accounts receivable, and support credit balance monitoring

Scheduling – coordinate and schedule all client service activities including business development, consulting, projects, training, annual system reviews, etc.

Software Sales – work with existing customers to understand and identify business needs for additional licensing and modules, assist with options and pricing, and liaise between customer and the Tour de Force Customer Relationship Manager

Customer Service Delivery Team Administration – Senior Business Consultants have overall responsibility and accountability for the customer servicing teams

Workload Management and Utilization – setting milestones and target completion dates, distribution and assignment of work, monitoring individual and team utilization, holding team members accountable

Status Reporting – monitoring the status of customer servicing projects and activities, escalation, summarizing and reporting status upward to functional and company leadership

Performance Management – monitoring and reporting the performance of customer service team members, assisting functional leads with corrective action, and development/training plans

Service Delivery and Consulting – In addition to account management and team leadership responsibilities, Business Consultants also execute many of the TdF services offered to customers

Project Management and Implementation for Roadmap Implementations – manage relationship with the client and project stakeholders, create and maintain comprehensive project documentation, use appropriate techniques to define and manage changes in project scope, schedule, and costs, report and escalate to management as needed, maintain communication across project stakeholders, and monitor and ensure quality

Internal Responsibilities – Business Consultants should be able to balance their customer servicing responsibilities with activities related to organizational leadership and improvement

Training – stay up-to-date on industry standards and trends, stay up-to-date on the latest Tour de Force releases and product roadmap, and assist as needed with internal training

Knowledge Transfer – work with the Business Process and Controls Analyst to make sure information gathered/learned is documented either in literature, knowledge base, or on the company intranet

Mentoring – providing career and professional guidance, counseling, and functioning as a role model for junior employees

Process Improvement and Documentation – work with the Business Process and Controls Analyst as needed to create, update, and improve the company’s business processes and documentation, proactively work towards improving process efficiency and control